BT is a communications services companies, serving the UK and over 170 countries worldwide. Our main activities are the provision of fixed-line services, broadband, mobile and TV products and services as well as networked IT services.
In the UK BT sells products and services to consumers, small and medium-sized enterprises and the public sector. BT also sells wholesale products and services to communications providers in the UK and around the world. Globally, BT supply managed networked IT services to multinational corporations, domestic businesses and national and local government organisations.
BT Innovate and Design (BTID) designs, develops, tests and deploys IT systems, processes, networks, products and services. These are either used by, or sold through, the customer-facing lines of business to end-customers in the UK and around the world. BTID aims to develop cost-efficient, flexible solutions. In addition, BTID manages and delivers the long-term technology strategy and global research and innovation activities, including our worldwide patent portfolio.
BT has fallen in this year's CIO 100 as everyone on the panel agreed that BT still fails to deliver on basic quality of service at all levels. All members of the BT leadership team need to address this core function.
IT leader: Clive Selley, BT Group CIO as well as CEO BT Innovate and Design.
In role since: Joined BT Jan 1981. Became Group CIO in April 2010.
Reporting line: Ian Livingston, CEO BT Group.
How often does the CIO meet with the CEO: Weekly.
Board level seat: Yes, I sit on the BT Group Operating Committee.
IT estate and or number of log on accounts under the control of the IT leader: BT has over 89,000 employees all with a variety of logins to BT Systems. On top of that our contractors and partner may have access to agreed systems in order for them to complete their work. And finally our customers can also interact with our systems depending on need and they may have logins as well.
IT staff currently employed: BT employs over 30,000 in engineering and technical roles. In BTID we have over 10,000 designers and engineers working on IT projects.
IT management team and reporting structure: CIO has 15 direct reports including:
- Managing Director (MD) Transformation.
- BT Group Chief Architect.
- MD Research & Technology.
- MD External Innovation.
- MD Global Platforms.
- President Global Networks and Systems.
- President, Portfolio & Service Design BT Global Services.
- MD Service Design for BT Retail.
- MD Service Design for BT Wholesale.
- MD Service Design for Openreach.
- MD Service Design for BT Operate and Group.
- MD Group Customer Experience, Voice & Future Portfolio.
- MD Test & Diagnostics.
- Chief Financial Officer (BTID).
- HR Director (BTID).
Primary technology platforms at the organisation: BT is a vast organisation with networks and technology in over 170 countries worldwide. It is not possible to say that BT has a single core technology system in place. In desktop its Microsoft, databases include Oracle, we have technology partnerships with Intel, ZTE, HP, Huawei, Cisco and many others.
Primary technology suppliers: BT works with around 18,200 suppliers; spending approximately £10.6 billion per year with them, with the top 100 suppliers accounting for around 65% of this spend.
Significant strategic technology deals struck in the last 12 months: In 2012 we signed a strategic collaboration agreement with HP and Intel around network virtualisation. BT’s has though many strategic technology relationships which are long term such as Cisco, Oracle Huawei and HP, Alcatel Lucent.
Percentage of your applications/infrastructure run from the cloud: Over 10,000 of our internal IT estate of 30,000 servers is run from the cloud with a significantly higher percentage of customer equipment that we manage on behalf of clients being run from cloud infrastructure.
Major technology or transformation project recently completed and how did it transform operations, customer experience or the organisation: From a technical perspective, we recently changed the band plan on our fibre products doubling the speed of FTTC broadband from 40Mbps to up to 80Mbps downstream and 20Mbps upstream overnight. This has transformed the customer experience and given us a leading edge on our competitors in the superfast broadband market.
Our ‘Right Places’ programme has transformed the way that we work within BT. It has also transformed our delivery and customer experience. By co-locating our designers and developers into a number of global development centres we have ensured faster delivery times, higher quality output and improved customer experience. Our global development centres are equipped with the latest collaboration technology so that people from around the world can work together and harness the best expertise at all times.
For the business and our customers the programme has:
- Increased collaboration.
- Improved quality of work.
- Improved end to end working.
- Reduced production schedules.
- Mad it easier to communicate across the business.
- Improved engagement.
- Encouraged greater use of agile working practices.
- Delivered a higher ROI from investment.
Business transformation programme – beyond technology – that the CIO owns or is a major contributor to: I own the transformation of our Concept to Market (C2M) process. This is the process we follow to launch new products and services into the market. We are driving transformation in number of areas to ensure that this process is fit e2e. For example, we are changing the way teams interact with each other in BT to drive collaboration and transparency. We are co-locating teams and shortening our development and test cycles. We are integrating customers more closely as part of the development cycle. The key objective is to ensure that we are able to launch products and services that truly delight our customers in the most efficient way.
BT is an organisation at the forefront of technology and communications not just in the UK but all over the world. Our customers rely on us to provide them with the best communications and networks supporting businesses such as finance, healthcare as governments and millions of consumers. To do that in the modern era we must continuously evolve and adapt to the changing world around us. My team is responsible for making this happen - we design and deliver everything that BT sells to its customers. That means we have the power to fundamentally change the customer experience from within. All of BT looks to me and my team to do that. Transformation though is also about how we work and our people. In BTID we have amazing people delivering amazing things every day. My role is to harness all their energy and talent and make sure it’s working in harmony for our customers.
Strategic aim of the CIO and IT operation for the next financial year: Driving and delivering growth by improving customer experience, delivering a world class cost base by speeding up and simplifying delivery, and investing in the future of the company. Innovation is at the heart of everything we do.
Strategy in the use by employees of their own technology, use of mobiles and how social networking is impacting operations, customer experiences or the organisation: It’s only natural that our people also want to harness the latest technology in their work. BT operates open WiFi in many of its offices allowing employees to connect their devices to the UK’s most extensive WiFi network. We also offer web mail access for them to securely work on their own devices should they need to. BT does provide secure applications enabling certain user devices to utilise email and intranet access. However all confidential customer information BT protects this from being accessed by personal devices. Customer details can only be accessed by authorised staff via BT’s secure corporate network.
Strategy for dealing with shadow IT and BYOD including influence and engagement with executives, to place the right controls around employee choice: BT has an advanced policy for dealing with shadow IT and BYOD. BT has the UK’s most extensive WiFi networks and this is available in our office locations. Secure applications enable BT staff to utilise certain applications on their own devices. BT regularly reviews both application and security to ensure that our employees know what they can do. Executives are fully engaged in this programme and are subject to the same standards as every other employee. Every executive has their own communications and engagement programme and through that they gather employee feedback which continues to influence and refine policy.
Technologies being considered to enable transformation: Collaboration technologies are a primary driver of our transformation programmes and are already being rolled out. BT is a global company with networks, technology and people in locations all around the world. Our Design and Development teams are based in Global Development centres such as, Dallas, Ipswich, Cardiff, Belfast, Glasgow and Bangalore. In each of these centres we use technologies such as HD video conferencing, virtual meeting, electronic whiteboards as well as sharepoint to ensure that teams can collaborate efficiently.
Transformational inspiration sources: Our people. BT is a melting pot of ideas – whether its ground-breaking technology or process changes to transform the way we deliver for our customers. It’s a really exciting place to be. However when I see how our technology has transformed people’s lives for the better, that provides the most inspiration.
Our rollout of superfast Broadband in Cornwall has transformed homes and businesses in the area. For the first time kids can work online and learn and explore the web, businesses can trade around the world and grow. London 2012 also provided inspiration to me personally. We developed the world’s first carbon energy model for business enable businesses to reduce their carbon footprint. That makes a real difference. As the official communication partner for the games BT’s network carried millions of calls, emails, texts and tweets as well as official photographs and sports report making London 2012 the most connected games ever. Millions saw Team GB succeed on a BT connection which shows you how communication can really bring people together.